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Hrithik Keshri

@hrithikkeshri

Message

Detail-oriented technical support and operations associate focused on SLA-driven outcomes.

India

Message

What I'm looking for

I’m looking for roles in Payroll (HCM Support), IT Support, or Operations where I can resolve incidents quickly, validate data with SQL/Excel, maintain strong SLA/TAT compliance, and improve workflows through clear documentation and training.

I’m a detail-oriented technical support and operations professional with hands-on experience in SLA-driven product support, incident management, and data validation. I help clients through friendly, professional communication while troubleshooting high-volume queries across voice, email, and portal channels.

I’m strongest in root cause analysis, ticket handling with ITSM tools, and maintaining accurate documentation and knowledge bases. I’ve also validated backend and database records using SQL, optimized query performance, and supported end-to-end testing to prevent data inconsistencies—while staying committed to strict service levels, TAT metrics, and continuous workflow improvement.

Experience

Work history, roles, and key accomplishments

Technical Support Intern

Enginow

Dec 2025 - Jan 2026 (1 month)

Performed root cause analysis to troubleshoot backend and application issues and validated database records using SQL to ensure data integrity. Optimized query performance, maintained knowledge base articles and resolution logs, and collaborated with cross-functional teams to improve workflow efficiency.

Root Cause Analysis SQL Validation Query Optimization Resolution Logging Cross Functional Collaboration

Technical Support & Ops

Tech Mahindra

Oct 2023 - Nov 2023 (1 month)

Resolved high-volume product support queries via voice, email, and portal while maintaining friendly client interactions and documenting outcomes. Logged and managed incidents in ITSM tools, met SLA/TAT targets, and escalated critical issues to minimize downtime.

Incident Management Escalations Customer Support Root Cause Analysis Documentation SQL Reporting

Education

Degrees, certifications, and relevant coursework

Bengal Institute of Technology & Management

B.Tech, Computer Science & Engineering

2020 - 2023

Grade: CGPA: 8.92

Completed a B.Tech in Computer Science & Engineering with a CGPA of 8.92. Built a foundation in computer science and engineering concepts relevant to technical support and data validation.

Santiniketan Institute of Polytechnic

Diploma, Computer Science & Technology

2017 - 2020

Earned a Diploma in Computer Science & Technology from Santiniketan Institute of Polytechnic. Developed core technical skills in computing fundamentals used for later undergraduate study.